Information for former YourLink customers

Welcome to the Xplornet family! We look forward to providing you with fast and reliable high-speed Internet service.

On March 13, 2017, your Internet service will be transitioned to Xplornet. The YourLink and Xplornet Internet services are compatible in a number of areas, which means that many aspects of your experience will remain the same after the transition.

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada’s leading rural broadband service provider. We believe everyone should have access to the transformative benefits of broadband, so we make our service available everywhere in Canada, including the hard-to-reach places. Our customers live in the farthest reaches of the country and just outside of major urban centres, and through our coast-to-coast network of local dealers we connect them to all that the Internet offers. Click here for more information on our services.

Will I need to sign a contract?

There is no need for you to sign a new contract under your current service. Your current contract will be honoured. As we continue to innovate using the latest technology, we may upgrade and replace older technology, in which case we will provide you with alternate Internet solutions that may require you to sign a new contract.

Who do I contact with any issues or questions regarding my service?

While the team at YourLink will continue to provide technical support for your service until March 12, 2017, you can contact us if you have any questions about this transition. Please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.

If you are a commercial customer, please continue to contact your Account Manager directly.

When will my services move to Xplornet?

Your Internet service will transition to Xplornet on March 13, 2017.

Do I need to replace my equipment?

You can continue to use the same Internet service equipment that you currently have in your home or business. We’ve designed the transition to be as seamless and easy for you as possible. If you choose to switch packages, an equipment upgrade may be required.

EMAIL MIGRATION

Starting at 9pm MST on July 11, 2017, Xplornet will begin to securely move customers with yourlink.ca, imagewireless.ca and link.ca email addresses to our email service.

Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect with this transition.

What does this mean for me?

You will be able to use the new login page to make changes to your webmail data and settings after July 11, 2017. This new webmail login page is http://mail.xplornet.com. Please continue to check your email as normal until 9pm MST July 11, 2017.

Xplornet’s email service will provide you with many additional features, including:

A larger mailbox: Enjoy more flexibility with 10GB of storage

RSS feed: Keep up-to-date on topics that interest you with a Really Simple Syndication (RSS) feed right in your Webmail

Cloud storage for files: A simple way to manage your files and have access to them anywhere. You can even share your files stored in webmail via links.

Contacts and a calendar that can be synced to a mobile device.

What will happen on the day of the email service upgrade?

Freeze Period: Any changes you make to your webmail data and settings (specifically your contacts, signature and password) on July 10th will not be reflectedfollowing the upgrade process. We recommend making any updates to this data and these settings prior to July 10th.

Maintenance Window: Between 9pm MST on July 11th and 5am MST on July 12th,your email service may be unavailable while we complete the upgrades.

After 5am MST on July 12th, you will be able to log in and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 72 hours to reappear in your mailbox. You will be able to use the new webmail interface to make changes to your webmail data and settings.

The new webmail login page is http://mail.xplornet.com. Please continue to check your email as normal up to 9pm MST on July 11th, 2017.

Will my email address change?

No, your email address will remain the same.

What email addresses are being moved?

The email domain is the portion of your email address after the @ sign. All email addresses in these domains are being moved:

yourlink.ca

imagewireless.ca

link.ca

Will I need to change my password?

For most customers, you will not be required to change your password. There may be a few customer accounts where a password reset is required. If you are affected by this, you will be notified in advance of the upgrade what is required.

Will I need to do anything after the upgrade?

Check the server settings in your email program or the app on your computer, phone, or tablet before July 12, 2017. If you use POP, see the question “What happens if I have trouble accessing my email via POP after the upgrade?” before making any changes. If the outgoing SMTP server port is set to 2525, you will need to change it to 587 or 25 after the upgrade.

The following features and webmail items will be saved and transferred to your new email service with Xplornet:

Mailbox content (messages and folders)

Contacts / Address Book

Signature

Mail Forwarding Address and settings

Black listing and white listing

Some features and webmail items may not be transferred to our new email service. If you do not see a feature listed above, it may not be transferred over.

If you use webmail or IMAP, you will not see your old messages in your Inbox any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.

What happens if I have trouble accessing my email via POP after the upgrade?

If you use POP to connect and need to remove and recreate your email software program configuration settings, you should back up (archive) your local mail database prior to making any changes to your email settings. Some third party programs will delete the local mail database when recreating, resulting in the loss of all email content. As there are many different third party programs available, Xplornet cannot provide all of the various steps required to back up a local mail database. Messages stored on the webmail server (which Xplornet fully supports) will not be affected.

If you have used POP to connect, you will not see your old messages in your Inbox folder when you check your mailbox through webmail or IMAP instead. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your Inbox folder if you wish, either within webmail or via IMAP. Please be aware that if you move these messages back to the main Inbox folder, your POP email software program may download them again.

Do you have any other questions?

We’re always here to help. Please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001.

HOSTED WEB, DOMAIN AND EMAIL MIGRATION

Below is a list of FAQs detailing what to expect with this YourLink hosted domain, email and web hosting migration.

The hosted email migration will take place on July 11, 2017, beginning at 9 pm MST. Please note that there is a freeze period for email: Any changes you make to your webmail data and settings (specifically your contacts, signature and password) between July 7th-11th will not be reflected following the upgrade process. We recommend making any updates to this data and these settings prior to July 7th.

The date of the web and domain migration and some of the items that will require your attention are still pending. We wanted to make you aware of the upgrade now, and as soon as we have more details, we will send you more information via email.

General

Can I upgrade/downgrade my hosting package? Are new packages available?

Yes! After the upgrade completes, you are able to make changes to your hosting package. Please contact 1-866-841-6001 or hosting@corp.xplornet.com following the upgrade to discuss what other packages and features we now have available.

What features are available?

Depending on which package you have subscribed to, you may see different features, such as:

The EasySite Wizard

Photo Albums

Social streams

Announcer Pro

Easy Store Maker

Domain emails are included with our hosting packages (10 or more, depending on the package), and include anti-spam/virus and webmail. Some of the plans include file management, as well as modern supported software. In addition, some plans offer access to open source applications such as WordPress or Joomla.

I am no longer in need of this domain or hosted service / email. How do I cancel?

The account holder must contact us at 1-866-841-6001 or email us at hosting@corp.xplornet.com from an authorized email account on file.

Hosted Email

Will there be a period of time where I won’t be able to access my email?

To implement the upgrade, we will require a maintenance window from approximately 9 pm MST on July 11 to 5:00 am MST on July 12, during which time your email may be inaccessible.

Please note that there is a freeze period for email: Any changes you make to your webmail data and settings (specifically your contacts, signature and password) between July 7th-11th will not be reflected following the upgrade process. We recommend making any updates to this data and these settings prior to July 7th.

Will I need to do anything after the upgrade?

Check the server settings in your email program or the app on your computer, phone, or tablet before July 12, 2017. If you use POP, see the question “What happens if I have trouble accessing my email via POP after the upgrade?” before making any changes. If the outgoing SMTP server port is set to 2525, you will need to change it to 587 or 25 after the upgrade.

Will I lose any of the information from my webmail?

The following features and webmail items will be saved and transferred to your new email service with Xplornet:

Mailbox content (messages and folders)

Contacts / Address Book

Signature

Mail Forwarding Address and settings

Black listing and white listing

Please note that these items may take up to 72 hours to reappear in your mailbox. Some features and webmail items may not be transferred to our new email service. If you do not see a feature listed above, it may not be transferred over.

What domain changes are required?

Xplornet will be reaching out to your Domain Administrator with instructions on changes required to the DNS settings of the domain. These updates will be required following the migration date in order to allow you access to your upgraded hosted email service. We recommend reaching out to your Domain Administrator to ensure these DNS changes will occur as soon as possible following the migration.

I am unable to log in to webmail.

If you use a bookmark to access your webmail, please update the bookmark after July 11, 2017 with the new link to the login page. You can login at: https://email.xplornet.com or http://webmail.domain.tld (where domain.tld is the domain portion of your email address after the @ sign).

Some folders may be arranged differently than before, but all of the folders can still be found in your new webmail.

Will I need to change any settings in my email client on my phone, tablet or computer?

Yes! If you use any third party email on your desktop, laptop or mobile device to access your email account, you may need to adjust some of your settings after the upgrade.

If you use POP, see the question “What happens if I have trouble accessing my email via POP after the upgrade?” before making any changes.

You can access the new server settings here (and scroll to the bottom of that page). These settings will not require updates until after the migration of your mailbox occurs on July 11th. Making changes to the settings earlier may result in errors, so be sure to only complete the updates after July 11th, 2017.

I can’t send/receive emails. What do I do?

Ensure that you have made the necessary changes to all settings in your email client (see above). If that still didn’t help, please contact 1-866-841-6001 or hosting@corp.xplornet.com.

I received a message stating I am over my limit and am unable to send.

Please check the storage for your mailbox as it could be over the 1GB limit (your limit may be higher, depending on the hosting package you have). You can review the folders for how much each uses within webmail. Ensure your trash and junk mail folders are emptied regularly.

It is possible the email you are sending is too large or that you have exceeded the 50 emails per minute allowance.

Am I able to change the language of my webmail?

Yes! Follow the steps below:

Once logged into your Webmail, click on ‘Preferences’, located down the left side (gear icon)

It’s possible that the spam filter is not turned on. To fix this issue, please follow the steps below:

Once logged into your Webmail, click on ‘Preferences’, located down the left side (gear icon).

Select ‘Spam’ under ‘Preferences’

Ensure that ‘Enable spam filter’ is checked

Modify the ‘Filter strength’ and ‘Filter outcome’ to your preferences and click ‘Save’

What SPAM settings do you recommend?

We recommend using ‘Standard’ for the ‘Filter strength’ and ‘Quarantine’ for the ‘Filter outcome’; however you can modify them at any time by repeating the steps mentioned above.

Why am I missing emails?

After 5am MST on July 12th, you will be able to log in and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 72 hours to reappear in your mailbox. You will be able to use the new webmail interface to make changes to your webmail data and settings.

If you are unable to locate the email messages in any of your folders in Webmail after the 72 hour window, please contact Xplornet at 1-866-841-6001 or hosting@corp.xplornet.com.

How do I whitelist/blacklist?

Follow the below steps:

Once logged into your Webmail, click on ‘Preferences’, located down the left side (gear icon).

Select ‘Spam’ under ‘Preferences’

There are two lists located on the bottom, ‘Trusted Senders’ and ‘Blocked Senders’

Simply enter an email address or domain name in either list, and click the plus sign (+).

Click ‘Save’ in the top right corner.

Where do I find the settings and instructions to add my email in an email client or mobile device?

It can be reset within your domain’s new Control Panel. If you need help with this, please contact your Domain Administrator.

What happens if I have trouble accessing my email via POP after the upgrade?

If you use POP to connect and need to remove and recreate your email software program configuration settings, you should back up (archive) your local mail database prior to making any changes to your email settings. Some third party programs will delete the local mail database when recreating, resulting in the loss of all email content. As there are many different third party programs available, Xplornet cannot provide all of the various steps required to back up a local mail database. Messages stored on the webmail server (which Xplornet fully supports) will not be affected.

What if I have SSL access related issues following the upgrade?

If you wish to be reconfigured to access mail over SSL secured IMAP, POP and SMTP after the upgrade, you may need to remove and recreate your email software program configuration in certain cases. Such cases have been known to arise with Apple Mail program in particular, and when using TLS for authentication.

Domain

What dates do I need to be aware of?

There will be a period of time prior to the migration date where any changes made to your website and/or FTP server will not be saved as part of the upgrade. We will advise on these dates as soon as possible. On the migration date, if you are the Domain Admin, you can sign in and make any necessary changes through your new Xplornet Control Panel. Your Domain Administrator will receive additional information and login details closer to the upgrade.

Do you have any tutorials to help me build my site?

Yes, there are multiple support articles available within your Control Panel, found under each application in the ‘Support’ section. While Xplornet is not responsible for the maintenance of your hosted site, we hope that you will find these easy to follow support documents helpful in walking you through the tools available to you.

Why does my website look different in different browsers?

Some browsers can translate your design differently with regards to spacing and sizing. Our best recommendation is to test your site in multiple browsers to find an acceptable layout.

I did not register my domain with Xplornet, and my name server doesn’t appear to be working.

You will need to change your name servers. YourLink’s name servers were ns1.yourlink.ca and ns2.yourlink.ca. Try using ns1.meganameservers.com and ns2.meganameservers.com as your name servers, as these are what Xplornet uses today. You may need to contact your Domain Registrar on or after the migration date for assistance with making this change.

How do I use the new Control Panel? Are there support documents to help me?

The new Control Panel is very user friendly, and will launch you into a tutorial as soon as you sign in for the first time. You can access this tutorial anytime by mousing over the support icon and clicking on ‘Take a Tour’. Under each individual application, you will see there is a ‘Support’ option listed. Clicking here will bring to you a series of articles that will contain all of the support information required.

Why am I not currently able to upload to my website?

We recommend you verify your FTP username and password. FTP can be accessed via the settings created for your site, using your username, password and port 21. If the FTP is successful make sure you are uploading your website’s files to /public/ and not /public_html/ or any other variation. If your issues continue, please contact Xplornet at 1-866-841-6001 or hosting@corp.xplornet.com.

I received a message stating I am over my limit and am unable to upload to my site?

There are different hosting packages available through Xplornet. You will be matched to the closest package that suits your needs, based on your previous hosting package. To view the parameters of your package, you should log into your Control Panel. On the bottom left of the Control Panel, you can view how much space is being used on your site along with how much space is still available. In order to add new content, you will need to remove or reduce the file sizes on your site. Common culprits are photos uploaded at full resolution without being resized. If you are interested in learning more about the packages offered, please contact 1-866-841-6001 or hosting@corp.xplornet.com to discuss the options available to you.

How can I change the language of my Control Panel?

Follow the steps below:

Go to top right hand side and click on the drop down under ‘My Account’.

Click on ‘General’.

Select the language of your choice.

SERVICES

Will there be any changes to my Internet plan and fee?

Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible. Your upload and download speeds and your monthly service fee will all remain the same.

Will my email address change?

Your email address will remain the same; there will be no changes to your email address. We’ve designed the transition to be as seamless and easy for you as possible.

In the future, we will work with you to migrate your email service over to Xplornet; your email address will remain the same following this migration. We will keep you updated once more details are available.

Will all of my Internet services switch to Xplornet?

Xplornet will become your new Internet service provider for your current services.

What will happen to my static IP service?

There will be no changes to your static IP service at this time.

Will my domain stay active?

You can continue to access your domain address through your normal process.

In the future, we will work with you to migrate your domain hosting service over to Xplornet. We will keep you updated once more details are available. We will also continue to keep you informed of any changes that may impact you and the various options available.

If my current plan includes unlimited data usage, will I continue to receive unlimited usage?

As part of this transition, there is no change to your service, including your package’s usage allotment. Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible.

In the future, Xplornet may introduce new packages but it will be your option to choose a new plan or to stay on your current plan.

Will I be able to upgrade my service with Xplornet?

Xplornet offers a range of packages to suit a variety of customer needs. You will be able to upgrade to other Xplornet services as they become available in your area.

Your last invoice from YourLink will be issued in February 2017. Your Xplornet invoice will be emailed or mailed to you on April 1st, 2017. Click here for a sample of an Xplornet invoice.

Will my payment information transfer over? Do I need to update my method of payment?

If your current payment method is pre-authorized credit, your credit card information will be securely transferred to Xplornet.

If you currently use the pre-authorized debit option, we will need your up-to-date payment information. Please complete the Xplornet Pre-authorized Debit Form and return it to Xplornet by one of the following ways: – Email to billing@xplornet.com – Fax to 1-866-510-2232 – Mail to P.O. Box 9060, Woodstock, NB E7M 6B5

If you currently pay via online banking, you will be required to update your online banking information as of March 13, 2017. Please do not send any online banking payments through to YourLink after this date.

You will need the following information to make payments via online banking after March 13, 2017:

Payee: Xplornet Communications Inc.

Account ID Number (will appear on your first Xplornet invoice)

Can I continue to pay for service / inquire about my services at the Saskatoon Office?

No. The Saskatoon office will become a secure facility and access to the building will not be permitted. As such, payments will no longer be accepted in person. If you have an inquiry about your service, or you would like to set up preauthorized payments from your bank account or credit card instead, please call 1-866-841-6001 after March 13, 2017.

For cheque payments after March 13, 2017, please note the new mailing address:

300 Lockhart Mill Road P.O. Box 9060 Woodstock, NB E7M 6B5

Will there be any changes to my billing period?

If you are on monthly billing, there will be no changes to your billing period and dates.

For other billing frequencies (such as quarterly, semi-annual, or annual), your account will be transitioned to monthly billing and charges will begin after your current billing period ends.

If you are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.

Will there be changes to my terms of service and for additional services?

What can I expect in regards to customer service and support after the transition to Xplornet?

Xplornet offers 24/7 bilingual customer support across three call centres across Canada and is committed to providing the best customer experience.

Will there be a price increase associated with the transition to Xplornet?

Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible. Your upload and download speeds and your monthly service fee will all remain the same.

Will there be any changes to my service currently provided by fixed wireless towers?

As part of this transition, there is no change to your service. We’ve designed the transition to be as seamless and easy for you as possible. In addition, Xplornet continues to make improvements to our network (including the rollout of LTE service) so that we can deliver more data, at faster speeds, to our valued customers in rural Saskatchewan.

What are the plans for the Connecting Canadians Program in Saskatchewan?

Xplornet will be completing the Connecting Canadians deployment program that YourLink was awarded.

Is Xplornet owned by SaskTel?

No. Xplornet and SaskTel are no longer affiliated; the companies operate separate businesses.

Do you have any other questions?

We’re always here to help. Please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001.